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Assist Scout Utilizing Assist Scout: Tags and Customized Fields

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Assist Scout Utilizing Assist Scout: Tags and Customized Fields


On this sequence, we’ll provide you with a peek behind the scenes to see how the Assist Scout help crew makes use of Assist Scout ourselves!

Customized fields and tags are each helpful instruments for monitoring, organizing, and including context to buyer conversations. You should use them to filter your search outcomes and experiences and even set off computerized workflows. They each have their very own distinctive strengths, so let’s check out some actual examples within the Assist Scout crew’s personal inbox!

Once we use tags vs. customized fields

Tags are arrange on the account stage, so that they’re nice for monitoring issues throughout a number of inboxes. They’re finest for information that doesn’t have to be tracked on each single dialog. For instance, we solely obtain a number of purposes to our Startup Program per thirty days, so we use the startup-program tag for that.

Customized fields are arrange on the inbox stage, and so they’re finest for information you wish to monitor on most conversations. Not like tags, you may even set a customized subject as required, so your crew must fill it in earlier than replying and altering the standing to “closed.” In our inbox, we have now a required dropdown customized subject referred to as “Request Sort” with choices equivalent to “Function Request,” “Bug,” and “Investigation.”

Customized fields in Assist Scout.

Maintaining issues constant

Director of help Katie Harlow factors out, “It is vital the entire help crew is on the identical web page about when and how you can create new tags or customized fields. We all the time focus on and doc new tags and customized fields as a crew. This helps stop confusion from tags with duplicate meanings and even typos.”

For instance, we use an ordinary naming conference once we create a brand new tag for conversations associated to a standing occasion: status-year-month-day. This helps guarantee clear and constant tagging, even throughout occasions of stress.

Utilizing tags to prioritize conversations within the queue

We use tags to energy numerous views in our inbox. These assist us know at a fast look precisely which conversations have to be prioritized.

One is our pressing view, which shows a replica of conversations which have the pressing tag.

View setup for pressing conversations in Assist Scout.

An computerized workflow mechanically provides the pressing tag to conversations primarily based on sure phrases within the physique or topic. We are able to manually add the pressing tag to conversations as nicely.

You too can use tags, workflows, and views to prioritize the metrics your crew is targeted on. For instance, right here’s how we’ve experimented with keeping track of conversations ready for a first response:

A workflow that tags all new conversations with the tag ‘first-reply-needed’ in Assist Scout.
View setup that shows conversations that want a primary reply in Assist Scout.
A workflow to take away the ‘first-reply-needed’ tag as soon as the client has acquired an preliminary response.

Do you know? We are able to export a listing of your prospects related to conversations which have a selected tag! Simply contact our help crew.

Utilizing customized fields and tags to grasp buyer developments

The All Channels Report is the place we go to see an summary of developments taking place in our account, together with the highest 50 most used tags and the share of conversations with every customized subject. 

The All Channels report in Assist Scout.

Director of product help Elyse Mankin explains, “Categorizing your queue helps you perceive each qualitatively and quantitatively what’s taking place on your prospects as your queue quantity fluctuates over time. In case your queue quantity out of the blue spikes 25% in a given month, your help and management groups will probably wish to perceive why. 

“Customized fields make it straightforward to rapidly see which buckets of conversations are inflicting that spike in quantity. It could be completely anticipated in case your crew is presently serving to prospects by way of a migration or your prospects are celebrating a job nicely completed on a brand new, thrilling product launch.

“Customized fields provide you with a place to begin to grasp the broader themes which might be developing on your prospects. When you perceive the themes, you can begin to consider the way you would possibly problem-solve, whether or not meaning documentation updates, extra buyer training assets, inner coaching, or product modifications.”

Utilizing customized fields to drive product change

Categorizing our queue offers us concrete data to advocate for product enhancements on behalf of our prospects, and that helps us make good, data-driven selections as an organization. Product supervisor Okay’Shelle Waller explains, “Customized fields are our jumping-off level for product improvement. We use experiences to investigate which options we’re getting essentially the most requests about primarily based on our ‘Request Sort’ and ‘Function’ customized fields. 

“For instance, if I see 50% of our function request conversations are about Workflows, I can then qualitatively undergo these conversations within the inbox to get a transparent sense of what precisely prospects are asking for to verify we’ve captured that in our Jira tickets, which is the place we log function requests.

“It’s a straightforward option to group conversations collectively, and it narrows the pool when looking the inbox, too. Reasonably than looking the phrase ‘AI drafts,’ I can filter my search by the customized subject ‘Function: AI drafts,’ which is extra probably to present me precisely what I’m searching for.”

Do you know? You possibly can join customized fields on to your Beacon contact type! Be taught extra right here.

Utilizing tags to enhance our Docs

Along with data-driven product selections, reporting on developments utilizing tags helps us determine the place we are able to construct out our buyer training assets, from including useful directions in Docs to planning high-impact webinars.

Right here’s how our technical author, Melanie Shears, makes use of tags to enhance our Docs once we launch a brand new function:

  • We embody a hyperlink within the related Docs article to open a Beacon so folks can contact us with any questions or suggestions.

  • We use Beacon prefill to mechanically set the topic of the e-mail to one thing like “Suggestions about [New Feature Name].”

Beacon makes it straightforward to gather buyer suggestions within the second.
Tags and workflows might help you retain monitor of conversations associated to a selected subject.

When Melanie searches that tag, she will simply discover and evaluation the entire associated conversations. As soon as she’s recognized frequent factors of confusion, she’s in a position so as to add clarifying particulars within the Docs article to make it as useful as attainable.

Able to dive into your individual tags and customized fields? Try our Docs to get began: 

Please word: Whereas tags can be found throughout all accounts, customized fields are restricted to sure plans. Converse along with your account proprietor in case you’re eager about upgrading!



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Di [email protected]

Emarketing World Admin, the driving force behind EmarketingWorld.online, is a seasoned expert in the field of digital marketing and e-commerce. With a wealth of experience and a passion for innovation, Emarketing World Admin has dedicated their career to helping businesses and entrepreneurs navigate the complexities of online marketing and achieve their digital goals. Through EmarketingWorld.online, they provide valuable insights, strategies, and tools to empower others in the ever-evolving world of digital marketing.### Early Life and Introduction to MarketingFrom an early age, Emarketing World Admin exhibited a keen interest in technology and communication. Growing up during the rise of the internet, they were fascinated by the potential of digital platforms to connect people and transform businesses. This early curiosity laid the groundwork for a career in digital marketing.During their formative years, Emarketing World Admin spent countless hours experimenting with website design, online advertising, and social media. These hands-on experiences sparked a deep passion for digital marketing and led them to pursue a career in the field. Their early projects ranged from managing small business websites to running grassroots online campaigns, providing a solid foundation for their future endeavors.### Education and Professional DevelopmentEmarketing World Admin’s educational background includes a combination of formal studies and continuous learning in the realm of digital marketing. They hold a degree in Marketing or a related field from a reputable institution, supplemented by specialized certifications in areas such as search engine optimization (SEO), pay-per-click (PPC) advertising, and social media marketing.In addition to their formal education, Emarketing World Admin has actively pursued ongoing professional development. They regularly attend industry conferences, webinars, and workshops to stay current with the latest trends, tools, and best practices in digital marketing. This commitment to continuous learning ensures that their insights and strategies are always aligned with the evolving digital landscape.### Professional Experience and AchievementsWith over a decade of experience in digital marketing, Emarketing World Admin has held various roles, including digital marketing strategist, SEO consultant, and e-commerce specialist. Their career includes working with a diverse range of clients, from startups to established corporations, across various industries.Throughout their career, Emarketing World Admin has achieved significant milestones, such as successfully managing high-profile digital campaigns, increasing online visibility for numerous brands, and driving substantial revenue growth through targeted marketing strategies. Their expertise encompasses a wide array of digital marketing disciplines, including content marketing, email marketing, data analytics, and conversion optimization.### The Birth of EmarketingWorld.onlineEmarketingWorld.online was created out of Emarketing World Admin’s desire to share their extensive knowledge and experience with a broader audience. The website was launched as a comprehensive resource for individuals and businesses looking to enhance their digital marketing efforts.The platform features a wide range of content, including in-depth articles, how-to guides, case studies, and expert interviews. Emarketing World Admin is dedicated to providing actionable insights and practical advice that users can implement to achieve their marketing goals. The website also offers tools and resources designed to help users analyze their marketing performance and optimize their strategies.### Philosophy and MissionThe core philosophy of EmarketingWorld.online revolves around the belief that effective digital marketing is both an art and a science. Emarketing World Admin emphasizes the importance of data-driven decision-making, creative problem-solving, and ongoing experimentation in achieving marketing success.The mission of EmarketingWorld.online is to empower businesses and individuals with the knowledge and tools they need to thrive in the digital world. By providing valuable resources, actionable strategies, and expert guidance, Emarketing World Admin aims to help users navigate the complexities of digital marketing and achieve measurable results.### Personal Touches and Community EngagementOne of the distinguishing features of EmarketingWorld.online is the personal touch that Emarketing World Admin brings to the content. Their unique perspective and hands-on experience are reflected in every article, guide, and resource. Emarketing World Admin is known for their ability to translate complex marketing concepts into practical, easy-to-understand advice.In addition to content creation, Emarketing World Admin actively engages with the EmarketingWorld.online community. Through social media interactions, email newsletters, and direct feedback from readers, Emarketing World Admin fosters a dynamic and supportive environment. They are committed to addressing user questions, offering personalized recommendations, and building a network of digital marketing professionals and enthusiasts.### Looking AheadAs EmarketingWorld.online continues to grow, Emarketing World Admin is excited about the future and the opportunity to expand the platform’s offerings. Future plans include introducing new content formats, such as video tutorials and interactive webinars, and collaborating with other industry experts to provide even more valuable insights.Emarketing World Admin remains dedicated to staying at the forefront of digital marketing innovation and providing users with the tools and knowledge they need to succeed. Whether you’re a seasoned marketer or just starting out, EmarketingWorld.online is here to support and guide you on your journey to digital marketing success.

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